In the first email, say 'not so good' rather than 'not so fine'. You can make it less formal by changing some words - received / got 'that' / 'about' have a similar meaning so no need for both. 'be worried about' something 'be close to' something 'be dissatisfied with/ about' something / someone 'Moreover' is quite a formal word - used in essays. In the second email- 'complaints about' something You need use the passive with 'inconvenience' in the second email. Instead of 'would', use 'could' In the second problem,you need a word to link the problem to the effect, such as 'as'. Remember that you are suggestion solutions, so use appropriate language - 'ordered to' is not a suggestion- it is something that has already been done. reason for something Do not use 'promise' in workplace writing -use 'assure' instead -although this is better suited for the letter. arrange for someone In the 4th problem, again you need to make a suggestion - at the moment you have already done what you 'suggest'. In the letter - inconvenience caused by 'sorry' is less formal. 'would' is conditional- use 'will' How can the writer contact you if they have further questions? Remember to try to vary your language between the second email and the letter.
To: Becky Chan (Accountants)
From: Jan Wong (Estate Officer)
Date: 22 March 2011
Subject: Ideas on Complaint Letter
Hi Becky,
How're you these days? I am not so fine now as I received a complaint letter yesterday and I've no idea about how to reply it.
The resident complained that about the new garbage collection system, she felt inconvenience when she lost the key and could not find our staff during the public holidays. Also, she worried about the security issue as the new garbage room close to back stairs.
Moreover, she pointed out we violated the estate management regulation that no consultation before the introduction of the new system. Lastly, she dissatisfied with our staff's performance who was so rude and unhelpful.
I think it is better to accept her complaints but I don't know how to reply. Give me some ideas please!
Cheers,
Jan
To: Richard Chan (Estate Manager)
From: Jan Wong (Estate Officer)
Date: 23 March 2011
Subject: Requesting Approval for Complaints Handling
Dear Richard,
I received a complaint letter from Ellen Ma on 21 March 2011 about the new garbage system. Miss Ma has four complaints on it and each of them is mentioned in the following:
1. Inconvenience caused by the lost key
The resident complained that inconvenience caused when she lost the garbage room key during the public holidays, as she could not find any help during this period. We would provide some spare keys to the security guards, who are on duty all the time. To further enhance the security, only those able to present their residential cards can get the keys.
2. Security problems concerned
She was also concerned about the security since the garbage room close to the back stairs, thieves can get access their flats easily if they get the garbage room key. To minimize the risk, security guards are ordered to patrol the rooms regularly.
3. No prior consultation
In addition, no prior consultation for the garbage room is another problem that she pointed out. The reason of it is that we received a great deal of requests from other residents to install this system. We believed that this already showed the willingness of majority residents. We promise to follow the estate management regulation strictly next time.
4. Impolite and unhelpful staff
Finally, she was unhappy about our impolite and unhelpful staff. It is found that the staff who handled her complaint was a new staff. Therefore, we arranged him to attend further training to improve his customer handling skills.
In order to maintain a goodwill, I recommend that we can send her a free spare garbage room key.
Please free feel to comment on them and I am looking forward for your approval.
Best regards,
Jan Wong
The Estates Manager
Collier Estate Management Ltd.
22 First Street
Ma On Shan
23 March 2011
4/F Richland Court
Ma On Shan
Dear Ellen,
Re:Issues about Garbage Room
Thank you for your letter on 21 March 2011 about the new garbage room.
We apologize for inconvenience for the new system. After investigation, we could account for these issues to you accordingly.
Firstly, concerning your experience caused by the lost key, we do feel sorry that insufficient supports were provided during the public holidays. To avoid this situation, we would provide some spare keys to the security guards, who are on duty all the time. To further enhance the security, only those able to present their residential cards can get the keys.
Secondly, regarding the security issue, we undersdtand your concerns. Hence, we order the security guards to patrol the rooms regularly to minimize the risk.
Thirdly, is about the the prior consultation. The reason of it is that we received a great deal of requests from other residents to install this system. We believed that this already showed the willingness of majority residents. We promise to follow the estate management regulation strictly next time.
Lastly, with regard to the staff performance, we discovered that this is due to the freshness of the staff. We have arranged him to attend a further training in customer handling.
We sincerely apologize again for the issues your concern. To maintain the goodwill, we will send you a free spare garbage room key, you can collect the key at our office.
In the first email, say 'not so good' rather than 'not so fine'.
You can make it less formal by changing some words - received / got
'that' / 'about' have a similar meaning so no need for both.
'be worried about' something
'be close to' something
'be dissatisfied with/ about' something / someone
'Moreover' is quite a formal word - used in essays.
In the second email- 'complaints about' something
You need use the passive with 'inconvenience' in the second email.
Instead of 'would', use 'could'
In the second problem,you need a word to link the problem to the effect, such as 'as'.
Remember that you are suggestion solutions, so use appropriate language - 'ordered to' is not a suggestion- it is something that has already been done.
reason for something
Do not use 'promise' in workplace writing -use 'assure' instead -although this is better suited for the letter.
arrange for someone
In the 4th problem, again you need to make a suggestion - at the moment you have already done what you 'suggest'.
In the letter - inconvenience caused by
'sorry' is less formal.
'would' is conditional- use 'will'
How can the writer contact you if they have further questions?
Remember to try to vary your language between the second email and the letter.
To: Becky Chan (Accountants)
From: Jan Wong (Estate Officer)
Date: 22 March 2011
Subject: Ideas on Complaint Letter
Hi Becky,
How're you these days? I am not so fine now as I received a complaint letter yesterday and I've no idea about how to reply it.
The resident complained that about the new garbage collection system, she felt inconvenience when she lost the key and could not find our staff during the public holidays. Also, she worried about the security issue as the new garbage room close to back stairs.
Moreover, she pointed out we violated the estate management regulation that no consultation before the introduction of the new system. Lastly, she dissatisfied with our staff's performance who was so rude and unhelpful.
I think it is better to accept her complaints but I don't know how to reply. Give me some ideas please!
Cheers,
Jan
To: Richard Chan (Estate Manager)
From: Jan Wong (Estate Officer)
Date: 23 March 2011
Subject: Requesting Approval for Complaints Handling
Dear Richard,
I received a complaint letter from Ellen Ma on 21 March 2011 about the new garbage system. Miss Ma has four complaints on it and each of them is mentioned in the following:
1. Inconvenience caused by the lost key
The resident complained that inconvenience caused when she lost the garbage room key during the public holidays, as she could not find any help during this period. We would provide some spare keys to the security guards, who are on duty all the time. To further enhance the security, only those able to present their residential cards can get the keys.
2. Security problems concerned
She was also concerned about the security since the garbage room close to the back stairs, thieves can get access their flats easily if they get the garbage room key. To minimize the risk, security guards are ordered to patrol the rooms regularly.
3. No prior consultation
In addition, no prior consultation for the garbage room is another problem that she pointed out. The reason of it is that we received a great deal of requests from other residents to install this system. We believed that this already showed the willingness of majority residents. We promise to follow the estate management regulation strictly next time.
4. Impolite and unhelpful staff
Finally, she was unhappy about our impolite and unhelpful staff. It is found that the staff who handled her complaint was a new staff. Therefore, we arranged him to attend further training to improve his customer handling skills.
In order to maintain a goodwill, I recommend that we can send her a free spare garbage room key.
Please free feel to comment on them and I am looking forward for your approval.
Best regards,
Jan Wong
The Estates Manager
Collier Estate Management Ltd.
22 First Street
Ma On Shan
23 March 2011
4/F Richland Court
Ma On Shan
Dear Ellen,
Re:Issues about Garbage Room
Thank you for your letter on 21 March 2011 about the new garbage room.
We apologize for inconvenience for the new system. After investigation, we could account for these issues to you accordingly.
Firstly, concerning your experience caused by the lost key, we do feel sorry that insufficient supports were provided during the public holidays. To avoid this situation, we would provide some spare keys to the security guards, who are on duty all the time. To further enhance the security, only those able to present their residential cards can get the keys.
Secondly, regarding the security issue, we undersdtand your concerns. Hence, we order the security guards to patrol the rooms regularly to minimize the risk.
Thirdly, is about the the prior consultation. The reason of it is that we received a great deal of requests from other residents to install this system. We believed that this already showed the willingness of majority residents. We promise to follow the estate management regulation strictly next time.
Lastly, with regard to the staff performance, we discovered that this is due to the freshness of the staff. We have arranged him to attend a further training in customer handling.
We sincerely apologize again for the issues your concern. To maintain the goodwill, we will send you a free spare garbage room key, you can collect the key at our office.
Yours sincerely,
Richard Chan
Richard Chan
Estate Manager